Primary Objectives of Position

Responsible for overseeing customer support and ensuring the company delivers the highest level of service possible.   Manage full time CSRs offering training, coaching, counseling, and mentoring employees.  Responsible for supporting the delivery of proactive and disciplined management processes, high quality assets, innovative technology application, and a passion for excellence to achieve maximum value creation for our customers and owners.​

Major Duties & Responsibilities

Primary Responsibilities

·         Manage a regional team of CSR’s by ensuring adequate training and refreshers are constantly provided.

·         Update training materials routinely.

·         Monitor and adjust CSR daily schedule as required to ensure adequate phone and email coverage in order to meet KPI’s established.

·         Support the design and development and training of CRM Tool (Zendesk/Service Cloud)

·         Implementation and maintenance of Phone/Email KPI’s and Improvement Plans Associated.

·         Implementation and maintenance of a Quality Program.

·         Oversee & understand the terms and conditions of FlexiTerm service agreements.  

·         Provide support and development to the Onboarding and Offhire/Onhire Team by utilizing the Salesforce platform and CAMS.

·         Liaise with the Finance team turning off/on customers in CAMS as directed.

·         Problem Resolution with Service Centers and 3rd Party Off Dock Depots to Assist Customer & Motor Carriers

·         Prepare, recommend, and implement administrative tasks on an ad hoc basis.

·         Propose solutions to senior management to improve service, process, and/or savings opportunities.

·         Support, challenge and drive business excellence and business change within Flexivan.

·         Investigate and where applicable, recommend technology solutions to various Flexivan work processes.

·         Utilize, investigate, and explore all forms of existing, nascent, and emerging tracking systems and communication mediums to improve Flexivan processes.

·         Liaise with other business units to promote working relationships and common goals.

·         Promote a sense of teamwork and urgency.

·         Support VP with Hubtek transitions.

Inventory Management

·         Manage Booking Configurations (Booking Levels)

Onboarding and OnHire/Off Hire Management

·         New Customers

·         Pending Customers

·         Red Tag

 

Key Performance Indicators

·         Training documents updated quarterly.

·         Cross Training amongst team for critical functions in place monthly.

·         Identify quality KPI’s.

·         Identify phone/email KPI’s - Speed of Phone Answer, Email first time response, First email resolution per person, Email Closure Time.

·         Ensure Salesforce account activity is updated in real time.

·         Manage Special Equipment

·         Liaison between Customer Support and Fleet Ops

Job Specifications & Minimum Requirements

Key Skill Set and Competencies

• Must have excellent presentation skills and ability to develop PowerPoint presentations and deliver to Senior and Executive Leadership

• Demonstrates clear communication skills both verbal and written
• Proven interpersonal skills by building cross departmental relationships
• Experience in effective root cause analysis & problem-solving
• Must be very detailed to deliver accurate information
• Must have a high level of initiative in order to be self-directed

 

Education and Experience

• Bachelor’s Degree or 7 to 10 years equivalent work experience in transportation
• High degree of knowledge on customer service principles and best practices
• Knowledge of administrative procedures in line with Flexivan
• Product knowledge (preferred, however this position can be trained as well)

 

Computer Skills

·         Advanced proficiency with Microsoft Word and Excel

·         Exemplary with PowerPoint and Salesforce.

·         Proficient with web-based applications

·         In depth knowledge of operating systems